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Sense and Respond

Sense and Respond

Author: Jeff Gothelf, Josh Seiden
Publisher: Harvard Business Review Press
ISBN: 1633691896
Pages: 272
Year: 2017-02-07
The End of Assembly Line Management We’re in the midst of a revolution. Quantum leaps in technology are enabling organizations to observe and measure people’s behavior in real time, communicate internally at extraordinary speed, and innovate continuously. These new, software-driven technologies are transforming the way companies interact with their customers, employees, and other stakeholders. This is no mere tech issue. The transformation requires a complete rethinking of the way we organize and manage work. And, as software becomes ever more integrated into every product and service, making this big shift is quickly becoming the key operational challenge for businesses of all kinds. We need a management model that doesn’t merely account for, but actually embraces, continuous change. Yet the truth is, most organizations continue to rely on outmoded, industrial-era operational models. They structure their teams, manage their people, and evolve their organizational cultures the way they always have. Now, organizations are emerging, and thriving, based on their capacity to sense and respond instantly to customer and employee behaviors. In Sense and Respond, Jeff Gothelf and Josh Seiden, leading tech experts and founders of the global Lean UX movement, vividly show how these companies operate, highlighting the new mindset and skills needed to lead and manage them—and to continuously innovate within them. In illuminating and instructive business examples, you’ll see organizations with distinctively new operating principles: shifting from managing outputs to what the authors call “outcome-focused management”; forming self-guided teams that can read and react to a fast-changing environment; creating a learning-all-the-time culture that can understand and respond to new customer behaviors and the data they generate; and finally, developing in everyone at the company the new universal skills of customer listening, assessment, and response. This engaging and practical book provides the crucial new operational and management model to help you and your organization win in a world of continuous change.
Sense and Respond

Sense and Respond

Author: Jeff Gothelf, Josh Seiden
Publisher: Harvard Business School Press
ISBN: 1633691888
Pages: 253
Year: 2017
We're in the midst of a revolution. Quantum leaps in technology are enabling organizations to observe and measure people's behavior in real time, communicate internally at extraordinary speed, and innovate continuously. New technologies are transforming the way companies interact with their customers, employees, and other stakeholders.But this is no mere tech issue; it is quickly becoming the key operational challenge for businesses of all kinds. Yet most organizations and their leaders have been slow to respond, continuing to rely on outmoded engineering-based operational models. They structure their teams, manage their people, and evolve their organizational cultures the way they always have.But sense and respond organizations--organizations that have the capacity to sense and respond instantly to customer, employee, and other stakeholder behaviors--are emerging. In Sense and Respond, Jeff Gothelf and Josh Seiden, leading tech experts and founders of the global Lean UX movement, vividly show how these companies operate, highlighting the new mind-set and skills needed to lead and manage them--and to continuously innovate within them.Becoming a sense and respond organization requires shifting from managing outputs to what the authors call "outcome-focused management"; forming self-guided teams that can read and react to a fast-changing environment; creating a learning-all-the-time culture that can understand and respond to new customer behaviors and the data they generate; and finally, developing in everyone at the company the new universal skills of customer listening, assessment, and response. This important and practical book provides a holistic new operational and management model to help organizations and their leaders sense and respond--and to win--in a world transformed by new technologies.--
Sense and Respond

Sense and Respond

Author: S. Parry, S. Barlow, M. Faulkner
Publisher: Springer
ISBN: 0230508146
Pages: 208
Year: 2005-05-31
The authors argue that lean production should be driven by the desire to achieve optimal customer service by sensing and responding to the customer. The customer is at the centre of the process and the organisation needs to respond in a holistic way so that the customer can impact on the design and delivery of products and processes. The book is based upon substantial research and practice by leading practitioners and heralds a paradigm shift in thinking on these issues.
Adaptive Enterprise

Adaptive Enterprise

Author: Stephan H. Haeckel
Publisher: Harvard Business Press
ISBN: 1422171787
Pages: 295
Year: 1999-06-15
Adaptive Enterprise outlines the new sense-and-respond business model that helps companies anticipate, adapt, and respond to continually changing customer needs. Author Stephan Haeckel shows how large, complex organizations can adapt in a systematic way to the unpredictable demands of rapid, relentless change--if the organization is designed and managed as an adaptive system. In fact, the only kind of strategy that makes sense in the face of change is a strategy to become adaptive. Haeckel maps out a step-by-step plan that firms can use to transform themselves into a new type of organization, one where change is not a problem to be solved but rather a source of energy, growth, and value. Adaptive Enterprise is both a new way of thinking about business and a prescription for leadership of post-industrial organizations. It is, as Adrian Slywotsky says in his foreword, "a book that will influence the influencers of business thought."
Working Knowledge

Working Knowledge

Author: Thomas H. Davenport, Laurence Prusak
Publisher: Harvard Business Press
ISBN: 1422160688
Pages: 224
Year: 2000-04-26
This influential book establishes the enduring vocabulary and concepts in the burgeoning field of knowledge management. It serves as the hands-on resource of choice for companies that recognize knowledge as the only sustainable source of competitive advantage going forward. Drawing from their work with more than thirty knowledge-rich firms, Davenport and Prusak--experienced consultants with a track record of success--examine how all types of companies can effectively understand, analyze, measure, and manage their intellectual assets, turning corporate wisdom into market value. They categorize knowledge work into four sequential activities--accessing, generating, embedding, and transferring--and look at the key skills, techniques, and processes of each. While they present a practical approach to cataloging and storing knowledge so that employees can easily leverage it throughout the firm, the authors caution readers on the limits of communications and information technology in managing intellectual capital.
Lean UX

Lean UX

Author: Jeff Gothelf, Josh Seiden
Publisher: "O'Reilly Media, Inc."
ISBN: 1491953578
Pages: 208
Year: 2016-09-12
UX design has traditionally been deliverables-based. Wireframes, site maps, flow diagrams, content inventories, taxonomies, mockups helped define the practice in its infancy. Over time, however, this deliverables-heavy process has put UX designers in the deliverables business. Many are now measured and compensated for the depth and breadth of their deliverables instead of the quality and success of the experiences they design. Designers have become documentation subject matter experts, known for the quality of the documents they create instead of the end-state experiences being designed and developed. So what's to be done? This practical book provides a roadmap and set of practices and principles that will help you keep your focus on the the experience back, rather than the deliverables. Get a tactical understanding of how to successfully integrate Lean and UX/Design Find new material on business modeling and outcomes to help teams work more strategically Delve into the new chapter on experiment design Take advantage of updated examples and case studies
Lean UX

Lean UX

Author: Jeff Gothelf, Josh Seiden
Publisher: "O'Reilly Media, Inc."
ISBN: 1449311652
Pages: 130
Year: 2013-03-15
User experience (UX) design has traditionally been a deliverables-based practice, with wireframes, site maps, flow diagrams, and mockups. But in today’s web-driven reality, orchestrating the entire design from the get-go no longer works. This hands-on book demonstrates Lean UX, a deeply collaborative and cross-functional process that lets you strip away heavy deliverables in favor of building shared understanding with the rest of the product team. Lean UX is the evolution of product design; refined through the real-world experiences of companies large and small, these practices and principles help you maintain daily, continuous engagement with your teammates, rather than work in isolation. This book shows you how to use Lean UX on your own projects. Get a tactical understanding of Lean UX—and how it changes the way teams work together Frame a vision of the problem you’re solving and focus your team on the right outcomes Bring the designer’s tool kit to the rest of your product team Break down the silos created by job titles and learn to trust your teammates Improve the quality and productivity of your teams, and focus on validated experiences as opposed to deliverables/documents Learn how Lean UX integrates with Agile UX
Agile Talent

Agile Talent

Author: Jon Younger, Norm Smallwood
Publisher: Harvard Business Review Press
ISBN: 1625277644
Pages: 240
Year: 2016-01-26
How to Leverage Talent You Don’t Own Campbell Soup Company and PepsiCo seek advice from anthropologists to understand customer tastes and preferences. Google and Intel engage experts in social science and biomechanics to assess how people think about and use technology. Companies are gaining advantage through a new capability—strategic use of external experts—made possible by technology and the globalization of talent. Leaders everywhere recognize that “lean,” “agile,” and “fast” strategies require new ways to access and leverage—without owning—key talent to fill critical gaps. As managers seek nontraditional sources of strategic talent and experiment with fast, flexible ways of engaging these experts, they need a new roadmap. This book delivers that roadmap. It tells you how to assess, choose, attract, develop, support, and retain your external talent. Authored by thought leaders and bestselling authors in leadership and talent management who teach and consult globally, Agile Talent reveals how companies such as Apple, Uber, Airbnb, Google, IBM, and Bain Capital organize and manage new forms of talent in innovative ways. Supported by survey data and packed with tools and templates for applying these ideas, this book is the ultimate guide for winning the next war for talent.
Sense & Respond

Sense & Respond

Author: Stephen P. Bradley, Richard L. Nolan
Publisher: Harvard Business Press
ISBN: 0875848354
Pages: 339
Year: 1998
Offers a resource for business executives seeking to capture maximum value from information technology by drawing on a wide range of company and industry examples
Making Progress

Making Progress

Author: Ryan Jacoby
Publisher:
ISBN: 0999476920
Pages: 74
Year: 2017-11-15
You've landed a job leading innovation. (It might not be called "innovation" exactly. Maybe you're responsible for growth or you're responsible for "new products," or services. Maybe you have your own startup and have been building your team or you've been asked to lead "transformation" or a labs group at a big company....) Congratulations! What do you do now? Where do you start? What do you need to know? What are your real job responsibilities? If you don't have a job description or it doesn't seem to fit (or if you never really looked at it), you'll need to come up with one for yourself that goes beyond a list of projects or hiring a team. That's where this book comes in. It's designed to be a tactical guide for you, the person charged with leading innovation, regardless of the product or domain, no matter the organizational structure you've inherited or are meant to create, no matter the process you've adopted or want to adopt, whether you work in a brand-new start up or a Fortune 500 corporation. It's for managers and consultants, design directors and chief innovation officers, board members, CEOs, and recruiters. It will help you juggle the needs of your team, your organization, and the projects, products, or services themselves. It will give you a framework for problem-solving your approach to innovation when the pressure to solve big problems feels bigger than ever.
The Founder's Mentality

The Founder's Mentality

Author: Chris Zook, James Allen
Publisher: Harvard Business Review Press
ISBN: 1633691179
Pages: 224
Year: 2016-05-17
A Washington Post Bestseller Three Principles for Managing—and Avoiding—the Problems of Growth Why is profitable growth so hard to achieve and sustain? Most executives manage their companies as if the solution to that problem lies in the external environment: find an attractive market, formulate the right strategy, win new customers. But when Bain & Company’s Chris Zook and James Allen, authors of the bestselling Profit from the Core, researched this question, they found that when companies fail to achieve their growth targets, 90 percent of the time the root causes are internal, not external—increasing distance from the front lines, loss of accountability, proliferating processes and bureaucracy, to name only a few. What’s more, companies experience a set of predictable internal crises, at predictable stages, as they grow. Even for healthy companies, these crises, if not managed properly, stifle the ability to grow further—and can actively lead to decline. The key insight from Zook and Allen’s research is that managing these choke points requires a “founder’s mentality”—behaviors typically embodied by a bold, ambitious founder—to restore speed, focus, and connection to customers: • An insurgent’s clear mission and purpose • An unambiguous owner mindset • A relentless obsession with the front line Based on the authors’ decade-long study of companies in more than forty countries, The Founder’s Mentality demonstrates the strong relationship between these three traits in companies of all kinds—not just start-ups—and their ability to sustain performance. Through rich analysis and inspiring examples, this book shows how any leader—not only a founder—can instill and leverage a founder’s mentality throughout their organization and find lasting, profitable growth.
Do You Want to Keep Your Customers Forever?

Do You Want to Keep Your Customers Forever?

Author: Joseph B. Pine, Don Peppers, Martha Rogers
Publisher: Harvard Business Review Press
ISBN: 163369142X
Pages: 96
Year: 2010-03-01
This classic article shows how to make mass customization and efficient and personal marketing work by putting the producer and consumer in a "learning relationship." Over time, this ongoing relationship allows your company to meet a customer's changing needs over time. Furthermore, as your company develops learning relationships with its customers, it should be able to retain their business virtually forever. Since 1922, Harvard Business Review has been a leading source of breakthrough management ideas-many of which still speak to and influence us today. The Harvard Business Review Classics series now offers readers the opportunity to make these seminal pieces a part of your permanent management library. Each highly readable volume contains a groundbreaking idea that continues to shape best practices and inspire countless managers around the world-and will have a direct impact on you today and for years to come.
Dual Transformation

Dual Transformation

Author: Scott D. Anthony, Clark G. Gilbert, Mark W. Johnson
Publisher: Harvard Business Review Press
ISBN: 1633692493
Pages: 272
Year: 2017-03-28
Game-changing disruptions will likely unfold on your watch. Be ready. In Dual Transformation, Scott Anthony, Clark Gilbert, and Mark Johnson propose a practical and sustainable approach to one of the greatest challenges facing leaders today: transforming your business in the face of imminent disruption. Dual Transformation shows you how your company can come out of a market shift stronger and more profitable, because the threat of disruption is also the greatest opportunity a leadership team will ever face. Disruptive change opens a window of opportunity to create massive new markets. It is the moment when a market also-ran can become a market leader. It is the moment when business legacies are created. That moment starts with the core dual transformation framework: Transformation A: Repositioning today’s business to maximize its resilience, such as how Adobe boldly shifted from selling packaged software to providing software as a service. Transformation B: Creating a new growth engine, such as how Amazon became the world’s largest provider of cloud computing services. Capabilities link: Fighting unfairly by taking advantage of difficult-to-replicate assets without succumbing to the “sucking sound of the core.” Anthony, Gilbert, and Johnson also address the characteristics leaders must embrace: courage, clarity, curiosity, and conviction. Without them, dual transformation efforts can founder. Building on lessons from diverse companies, such as Adobe, Manila Water, and Netflix, and a case study from Gilbert’s firsthand experience transforming his own media and publishing company, Dual Transformation will guide executives through the journey of creating the next version of themselves, allowing them to own the future rather than be disrupted by it.
Digital Sense

Digital Sense

Author: Travis Wright, Chris J. Snook
Publisher: John Wiley & Sons
ISBN: 1119291747
Pages: 304
Year: 2017-01-06
Compete in the digital world with pragmatic strategies for success Digital Sense provides a complete playbook for organizations seeking a more engaged customer experience strategy. By reorganizing sales and marketing to compete in today's digital-first, omni-channel environment, you gain newfound talent and knowledge from the resources already at hand. This book provides two pragmatic frameworks for implementing and customizing a new marketing operating system at any size organization, with step-by-step roadmaps for optimizing your customer experience to gain a competitive advantage. The Experience Marketing Framework and the Social Business Strategy Framework break down proven methods for exceeding the expectations customers form throughout the entirety of the buying journey. Customizable for any industry, sector, or scale, these frameworks can help your organization leap to the front of the line. The evolution of marketing and sales demands a revolution in business strategy, but realizing the irrelevance of traditional methods doesn't necessarily mean knowing what comes next. This book shows you how to compete in today's market, with real-world frameworks for implementation. Optimize competitive advantage and customer experience Map strategy back to business objectives Engage customers with a pragmatic, proven marketing system Reorganize sales and marketing to fill talent and knowledge gaps Today's customer is savvy, with more options than ever before. It's critical to meet them where they are, and engagement is the cornerstone of any cohesive, effective strategy. The technological revolution has opened many doors for marketing and sales, but the key is knowing what lies behind each one—what works for your competitor may not be right for you. Digital Sense cuts through the crosstalk and confusion to give you a solid strategy for success.
Superconsumers

Superconsumers

Author: Eddie Yoon
Publisher: Harvard Business Review Press
ISBN: 1633692086
Pages: 240
Year: 2016-11-29
Pork dorks. Craftsters. American Girl fans. Despite their different tastes, these eclectic diehards have a lot in common: they’re obsessed about a specific brand, product, or category. They pursue their passions with fervor, and they’re extremely knowledgeable about the things they love. They aren’t average consumers—they’re superconsumers. Although small in number, superconsumers can have an outsized impact on a company’s bottom line. Representing 10% of total consumers, they can drive between 30% to 70% of sales, and they’re usually willing to spend considerably more than the average consumer. And because they’re so engaged and passionate, they can offer invaluable advice to managers looking to improve their products, change their business models, energize their cultures, and attract new customers. In Superconsumers, growth strategy expert Eddie Yoon lays out a simple but extremely effective framework that has helped companies of all types and sizes achieve more sustainable growth: he’ll show you how to find, listen to, and engage with your most passionate and profitable consumers, and then tailor your decisions to meet their wants and needs. Along the way, he’ll let you into the minds and homes of superconsumers of all kinds, revealing what makes them tick and why they’re willing to spend so much more than other consumers. Rich with data and case studies of companies that have implemented superconsumer strategies with great success, Superconsumers is a fun, practical, and inspiring guide for anyone interested in making their best customers even better.